Account Director, Client Management

Responsibilities

• Ensure best-in-class delivery to clients: be obsessed with their business, demand excellence and ensure work is accurate, bespoke to client and impactful to clients
• A comprehensive understanding of the service your client is using: robust media knowledge, a thorough understanding of the production/creative process etc.
• Budget management: oversee billing sheets, media budgets, and accruals.
• Drive cross-team collaboration to deliver integrated, client-centric solutions
• Lead all cross functional responses, define outline/outputs from capability teams and responsible to review prior to ensure high client satisfaction
• Lead QBRs with the cross functional teams and support the execution of client growth plans
• Optimize team resources to enhance client (and internal) team satisfaction and profitability: identify process improvements, flag issues to VP/Client Partner and Capability teams and work to resolve
• Drive client growth by achieving set targets and identifying expansion opportunities
• Stay ahead of industry trends and contribute to marketing and innovation efforts
• Mentor and support client operations to foster a high-performing team
• Implement best-in-class Client Management practices and financial reporting such as client forecasts, invoicing, budget reconciliation
• Strengthen client relationships through engagement in events, webinars, Thought Leadership and case studies
• Provide strategic guidance and develop high-quality briefs aligned with client objectives
• Anticipate client needs, proactively address problems: offer innovative solutions, and drive strong NPS scores and retention
• Identify and implement operational improvements
• Delegate effectively to build confidence and capabilities
• Foster a culture of excellence, collaboration, and continuous improvement
• Support onboarding and development of new hires with structured training plans

Requirements

This position is based out of our NYC office 2 days per week.

Qualifications

• Paid Media Expertise: Experience in leading paid media accounts while also collaborating with capability teams to align paid media strategy with creative, content, and earned media for client outcomes.
• Good Commercial knowledge: Ability to build teams and scopes fit for client purpose, and know how to optimize to improve profitability and outputs.
• New Business Experience: Experience in participating in new business. Have a POV on pitch narrative, support / partner with Growth team on end-end process.
• Effective Communication and Presentation: Consistently delivers clear, persuasive, and actionable recommendations to internal teams and clients.
• Technical Expertise, plus breadth of knowledge: Client Management Directors should be technically excellent in paid media with a comprehension of the breath of JF offerings to be able to identify potential growth opportunities.
• Strategic Use of Data and Tools: Regularly uses platforms like Google Analytics to analyse performance data, generate insights, and guide decision-making that optimizes client outcomes and maximizes ROI.
• Strategic Thinking: Ability to anticipate client needs, proactively identify opportunities, and drive results.
• Proactive Problem-Solving: Tackles challenges with a calm, solutions-oriented mindset, resolving conflicts and identifying opportunities to strengthen processes, improve outcomes, and enhance client relationships.
• Collaboration and Team Leadership: Actively contribute to a collaborative, high-performing work environment by leading cross-functional teams effectively, fostering open communication, and ensuring the timely delivery of complex projects.
• Commitment to Excellence: Demonstrates exceptional attention to detail by producing high-quality work that consistently meets or exceeds expectations, setting a standard of excellence for the team, and ensuring positive client satisfaction scores.
• Business Acumen: Ability to align Jellyfish’s solutions with client business objectives and drive account growth.
• CRM & Data Management: Experience managing client data in Salesforce or similar systems, ensuring accuracy and integrity.
• Leadership & Mentorship: Proven ability to guide and support junior team members, fostering professional growth and development.

Skills

• Client-Centric Mindset: Anticipates client needs and proactively provides solutions or recommendations.
• Ownership and Accountability: Owns mistakes, identifies lessons learned, and implements improvements to avoid repeating errors.
• Problem-Solving: Identifies potential obstacles early; develops actionable solutions to mitigate risks.
• Commitment to Growth and Learning: Proactively seeks feedback from colleagues, and clients to identify areas for improvement.

Additional Information

• Join Jellyfish and experience a workplace where we prioritize your growth, celebrate your contributions, and empower you to tailor your work environment to suit your needs
• Healthcare plans: Have peace of mind with our healthcare, vision and dental insurance, plus short and long-term disability and life cover.
• Custom Work Environment: Work remotely for up to 60% of your days and shape your day between 8am. and 6:30pm with flexible working hours.
• Family Support: Enjoy 14 weeks of paid leave for primary caregivers and 4 weeks of paid leave for secondary caregivers.